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iPhone Trade-In a Scam - Warning

Let me first say that I have been a Verizon Wireless customer for over a decade and have had no issues with them whatsoever. I took advantage of the new iPhone trade in program sending in my old iPhone 4s. I received the packaging to send it back and followed all of the instructions, I took my very good condition phone out of the case, turned off find my iPhone (verified by Apple), and reset the phone to factory settings to protect my own data then sent it back. I waited 2 weeks to get any kind of response that they had received it, once they did they gave me a credit of $36 with the following reason:

"LCD is not working - Screen is cracked/damaged, Activation Lock not deactivated"

The problem is that now there's nothing I can do, I'm at the mercy of their word against mine. I called their support and the issue is being "escalated" with their support team which involves them emailing me back within "7-10" business days, I couldn't even talk to someone about it over the phone which really bothers me. There may be nothing I'm able to do (except change providers when my contract is up) but thought I would come on here and warn everyone to go to the store as their mail program is a scam.

Comments

Weth

We have seen a lot of these reports on these forums. I only saw once successful reversal reported. Good luck to you, wish I had words of wisdom.

Core2

I am very curious on where these phones are getting shipped to. I am guessing it's a 3rd party who is not completely honest on processing phones taken in.

Does anyone have the ship-to address available?

LRVassar

vett09

We used to have the same process at another carrier, but we were required to take pictures of the device for proof as to why or how the device was damaged. These practices are not good, and Verizon could end up in a lawsuit.

Core2

From the forums here, if I ever have to ship a device in - I am going to take numerous photos of the phone/serial number, and video the entire process of packing it and sealing the box.

vett09

Absolutely! It's sad that we have to go to those lengths, but I have learned my lesson. Shame on them!

LRVassar

vett09

My lesson has been not to deal with Verizon outside of cellular coverage and cellular service. I won't buy anything extra from them, not will I deal any phones to them. They are snakes, at best.

jpoiner

After 20 years with Verizon this trade in program has me looking at a different carrier.

Jylphoenix

Have you had any resolution to this? I'm in the exact same boat with you. The only contact I've been able to make was through Twitter @VZWSupport

I also got an email address support@online.trade-in.vzw.com

however, I still haven't gotten a response. Been bugging Verizon since October 4th....heavily debating about filing a complaint with the BBB

vett09

I haven't had any response yet, but they said 7-10 business days and that hasn't passed yet. Come day 11 I'll be contacting them again if I don't hear anything. Good luck to you...

roh99

Hello fellow suckers. I also was informed my screen was not working and was cracked and damaged, which was not the condition I sent it in. Someone is cleaning up on this scam. I think reporting to the Better Business Bureau to document this is our only recourse. Sad really, as overall I have otherwise had a good experience with Verizon. Good luck to all

tooserious4u79

I took video of me putting it in the envelope good luck trying that crap

that sucks this should be in the main Google search along with iPhone 6

news

ynggrsshppr91

You all say envelope, as in the crappy padded envelopes that are Free at the Post office kind of thing? If anyone thinks a phone will make it anywhere but to the Courier alive they shouldn't own a smartphone.

macdevin

The bigger part of the scam is that they send you via mail the return packaging using a USPS tracking number.. What they want you to return the package in is a USPS non tracked crappy packing. A friend of mine recently got a phone replacement from Verizon and the shipping both was a box... Padded and trackable with insurance!

I've filed a complaint with our state Attorney and If I were you guys I would also. This needs to stop.

Oh and I'm still watitng on our free 1gb promo for 3 phones..

vett09

I just wanted to update this post and say that Verizon did the right thing. They gave me a $164 gift card credit to give me the full $200 promised. See below for the message, which looked very automated and had no further explanation. I would have liked a personal explanation, but I'm not going to complain after reading some of the other horror stories on these forums. I hope some others will have the same luck that I did.

Message from them:

Thank you for contacting the Verizon Online Device Recycling Program. We are sorry to hear that you were not satisfied with the program.

A courtesy credit will be processed and sent to you by e-mail. We hope that this courtesy credit will compensate for any inconvenience the Verizon Wireless Online Recycling Program may have caused you.

If you have any additional concerns, please call us at877.247.3846 between the hours of 8:00 a.m. and 8:00 p.m. Central time and our support team will be happy to assist you.

iphone_lover

Vett09, how did you get Verizon to give you the full $200? Did you speak to Customer Service via email or on the telephone? It will be good to know how you got this resolved so others can follow your lead!

vett09

I called the trade in support phone number at 877-247-3846 and the rep said

they would investigate it and get back to me via email... then just

received the credit out of the blue in my email with no explanation. Good

luck!

On Fri, Oct 24, 2014 at 11:29 PM, iphone_lover <forums@verizonwireless.com>

slmillerindia

I've been having the same problems as everyone else - was quoted $200 trade in for my IPhone 4S and then had it valued at $100 on their trade-in website (and still don't know what I'll actually receive). I can't get through on the phone line and no one responds to my emails.... so I started Tweeting about it... Verizon responded within minutes, "Let's clear this up..." Now granted, it hasn't been cleared up yet - but at least someone is monitoring Tweets about Verizon.

So my suggestions is for everyone to start Tweeting about this scam and see if we can't get Verizon to make good on their word....

jessrag

I too had this same experience!! Perfect condition iPhone 4s got me a whopping $36. It's clear that from the start that is all that they were planning to offer anyone... why are they appraising phones at $200 then?! I am so frustrated. I've been trying to contact the trade in department for over 2 weeks and there is no one "available" to take my call. They're experiencing higher than normal call volume!!!! Seriousl? duh. VERIZON YOU RIPED THOUSANDS OF CUSTOMERS OFF!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I hope there is a class action lawsuit. We have been wanting to leave verizon for awhile, I am just going to suck it up and pay the fee. I have never hated a company as much as this. This was just the last straw.

jessrag

I'll tweet it!!!

jessrag

Has anyone drafted a letter to their state attorney that we can use. I think if people had a draft they would send it to their state attorney. I am going to write to ours, I'll post my letter when I get it done.

slmillerindia

OK - so here's what we need to do... I've contacted Edward Wyatt who writes on tech issues for the NY Times and has written about a scam of AT&Ts. If everyone who has been shafted by Verizon on this trade in business would send an email to Edward Wyatt at the NY Times, we might get Verizon to pay attention!

slmillerindia

Or Tweet him at: @wynattnyt!

Jylphoenix

how's the tweeting going? I've sent emails now to the recycling program and no responses. Have people sent letters to BBB?

tooserious4u79

I Have sent mine in on the 7th of October still not received. The address on the envelope is supposed to be sent to Bloomington in the address appears to be an electronics controls company. Also my added tracking with insurance shows it was delivered on the 10th. I think a BBB complaint is in order this issue should be illegal.

the_bluth

Sent in 2 iphone 4, valued by Verizon at $200 each with trade-in program. Had phones checked at Verizon store, where I ordered 2 iphone 6 plus units. Store manager said both phones were fine, but could not take old phone in without new phones available. Of course, by the time the new units arrived, the old phones had to be mailed in directly. Again, went to Verizon store, where manager said both phones were fine. Now Verizon says they cannot turn on one of the phones and value will be $7.50 ! They are evaluating the second phone and refuse to return the first one. What a rip-off !!

Mstantz

I tweeted!

Guess what?!!! I just had the same thing happen!! Followed every step exactly and sent an iPhone 5 back on 9/30 valued at $200. Great condition! The website never had any record of it so when I called they said it was in processing and I would get my gift card in 14-27 days. Got it yesterday for $36!!!!!! When I called they said there is no reason listed why and it had to be escalated and I would hear back via email in 7-10 days after they pull the phone and re-evaluate. I ask if I can get it shipped back and he tells me "no they arrive there in bulk and they cannot ship a specific phone back". I then asked how they would pull my specific phone if they arrive in bulk and that is why it cannot be shipped back....he said they will search through phones to find mine to reevaluate it.... Why does this not seem right? He said they only respond via e-mail. I am very frustrated and had many happy years with Verizon but have lately been very disappointed with their customer service.

Mstantz

I just wanted to post an update since Verizon did resolve this issue. I had called at around 3:30 yesterday about my $36 refund after following EVERY step required and got "escalation" story. I tweeted and posted in this forum and at 2:42am an e-mail came through that the reason I didn't get my full refund was because I did not turn off Activation Lock (which by the way is a lie since Apple provides a great link where you can check if it has been turned on or off and mine was confirmed off - www.icloud.com/activationlock/ ). However, as a courtesy they were issuing an additional gift card for $164 within the next 48 hours. So - Verizon - THANK YOU for doing the right thing! However, you need to rectify this issue with your "Device Recycling Team" ASAP as I have been reading on many forums most are not getting the quick resolution that I received. Nor, should there be this many discrepancies between what is shipped back and what is stated as being received.

Jylphoenix

I also got the additional $164, so I'm happy that Verizon is doing the right thing. However in the future I'll be wary of sending any devices back to them via online. Next time, I'll go through the in-store process.

macdevin

For my case, I sent in two phones.. Sent them via postal service with insurance so that I could track them and if Verizon pulled a fast one that they were broke.. USPS got deal with them..

After 3 waiting 3 weeks I get an email that one of the phones I was getting $200, The other I was getting $36 but no explanation.. With my current frustrations with verizon over our missing 1 GB promos I decided to wait a few days before I call.. The next day I got an email from them explaing the why...... "Find My iphone was left on" so they valued it at $36, but they would go ahead and give me credit for the $200. I know I turned them both off and I even confirmed via the iCloud website they were both off.. Not sure why or if it was truly on..

I have learned that going thru this process and dealing with them on the missing 1Gb promos that calling does not help much.. People need to take to twitter... But in talking with our Lawyer the best recourse people have is the US courts.. You can and should file a grievance in small claims court..

Good luck to you all in this endeavor!!

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Message was edited by: Admin Moderator

Elastik007

I mailed in both of my iPhone 4 phones on 10/25/14. A month ago I received the full $200 gift card for one. Since then the other is still listed as 'Not received'. I have called Verizon 3 times on this. The issue has been escalated twice (now to a "level 2 support member"). I plan to move ahead with a class action lawsuit. For those other members waiting 2+ months, please contact me at the email to be posted by me in a separate forthcoming post. I. Also plan to halt payment to Verizon until this is resolved.

Ann154

Elastik007 wrote:

I mailed in both of my iPhone 4 phones on 10/25/14. A month ago I received the full $200 gift card for one. Since then the other is still listed as 'Not received'. I have called Verizon 3 times on this. The issue has been escalated twice (now to a "level 2 support member"). I plan to move ahead with a class action lawsuit. For those other members waiting 2+ months, please contact me at the email to be posted by me in a separate forthcoming post. I. Also plan to halt payment to Verizon until this is resolved.

Please don't post your email address on this public forum. It will just be removed since the Terms of Service for the community doesn't allow personal information to be posted.

Also if you halt the payment, you might lose your service for non-payment.

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